IT Support Analyst - Leeds
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IT Support Analyst
3 months Contract with a view to extend or full time employment
Salary - £10.50 per hour
Start date - Early January
Office Based - Leeds / Some travel to Client sites
Our business is embracing change and new ways of working to deliver amazing IT services so we have never been more resolute in our mission: "Setting the Standards".
As a result of continued growth and innovation we are looking to recruit IT Support Analysts to join our fast-growing team.
Role Overview:
We are looking for IT Support Analysts to provide a single point of contact, providing first and second line diagnosis, resolution and functional escalation of incidents and service requests.
The working hours will be split shifts. Individual shift patterns will be discussed at interview stage.
Responsibilities:
Triage and resolution of incidents and service requests that enter the service desk via phone call, email or self-service portal to ensure a high level of customer service is delivered
Own tickets and provide functional escalation to the management team, the customer and 3rd party supplier resolver groups so that service level agreements can be met on a daily basis
Provide end to end incident and service request management to ensure customers are kept updated on the progress of their tickets
Classification and prioritisation of calls in-line with Incident and Service Request Management processes to allow for trending and reporting to drive management information
Work in conjunction to company policies, procedures and standards so that behaviours and working practices are in line
Maintain understanding of applicable technologies in use by the customer to contribute to a higher level of first time fix rates
Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service to customers
Essential
Active Directory
Microsoft Exchange
Excellent troubleshooting skills
Experience of working in a client facing IT environment
Must be capable of working unsupervised to agreed timescales
Excellent interpersonal skills
Ability to develop good relationships with customers
Ability to organise and prioritise work in an effective manner
A basic understanding of Service level agreements or arrangement(s)
Desirable
Experience of using Service Management Tools like ServiceNow
